ecommerce

Make it easy on the customer

Moriah

There’s a book I really really really want to read. However, it’s only available in e-format 2 ways: Serialized on the author’s blog (i.e., on the computer—no thanks) and via Kindle (no thanks). Now, I’m getting ready to email him and ask him if it’s available any other way, so we shall see.

There’s another book I really really really want to read [dead link]. However, it’s only available in 4 formats (actually, 3 because 2 formats are identical in nature), none of which I can read on my ebook reader. The format I want is MS Reader (LIT). Why? Because I can break the DRM and put it on my ebook reader. Which, come to think of it, is probably why it’s not offered in that format.

Really, there’s enough good stuff out there in more accessible formats to waste time having to read on the computer. After having had my eBookWise for a mere 7 months, I’ve gotten to where I will forgo a title (no matter how badly I want to read it) if I can’t get it in a format that is accessible to me. Otherwise, I’ll just go to the library, where it likely won’t be.

We’re really trying to put The Proviso in as many places as possible in as many formats as we can. It’s not just in the B10 Mediaworx bookstore (8 DRM-LESS formats bundled together in a zip), but at Amazon in both trade paperback and Kindle, at Barnes & Noble, at Books-A-Million, at Powell’s, and now at ebooksjustpublished [out of print] (which takes you back to the B10 Mediaworx bookstore, but hey, it’s exposure).

Some time next week, The Proviso will be in the iTunes store as an iApp for iTouch/iPhone. Although we’ve formatted it into EPUB for those who’ve downloaded Stanza on their iTouch/iPhones, we really want to present as many options as possible to make it easy for every customer to read it the way they prefer to read it.

Because not being able to read a book I want to read the way I want to read it is beginning to weary me.

Take my money, please!

Moriah

I remember when I was a kid, going to The Jones Store and Macy’s around Christmas time gathering our Santa choices, then wandering around to find a clerk to take your money. Unfortunately, “there was no one there to take my money and they wasted my time by making me go fetch them” isn’t a good defense for walking out of the store with what you want, even if you can break it out on a wage basis and demonstrate adequate opportunity loss.

Harlequin. Bite me.

I haven’t bought a Harlequin in years. Dunno why, just didn’t get around to it, I guess. But I was reading the recommends on Dear Author and saw Just One of the Guys by Kristan Higgins and said, “Must. Have.” So I scoot myself on over there and what do I get? The runaround. Takes me 30 minutes to buy 4 ebooks, WTF?!?!?

  1. I shopped in Firefox. My bad. Most days I don’t even remember what “Internet Explorer” is.
  2. You have DRM, which means that if I want to put these puppies on my eBookWise, I have to buy the Microsoft Reader version, then crack it with ConvertLit (file name: clit.exe … I grin every time I open file manager and see that).
  3. I have selected my purchases (about 10 books all told—I’m such an addict) and go to checkout, but I have to register for your site.
    1. Yet ANOTHER ONE. Do you know how many passwords I have now? I have to keep a password keeper (portable app, Yadabytes Passwords, brilliant and fabulous) on my thumb drive now. Why do I have to register for your site? Why can’t I just hit “pay,” enter my credit card number (or better yet, allow the use of Paypal), and be gone? [This is a serious pet peeve of mine anyway.]
  4. But wait! I have to download and activate MS Reader.
    1. But wait! I already have it; why aren’t you recognizing it?
    2. But wait! I have to go activate it. For the fourth effing time (I’ve only bought 3 MS Reader formatted books thus far, so that’s an activation for each time I want to buy one).
  5. And then I do that, come back and oh! I can’t get my download from Firefox. I have to open up IE to do that.
  6. I do that. I go to eHarlequin.com thinking it’s the ebook site and fill up my cart with all my goodies again (because you know, it didn’t save my selections in my cart from my excursion through with Firefox), only to figure out (thankfully before I purchased anything) that it was the dead-tree site.
  7. Empty cart.
  8. Go find ebook section of the store.
  9. Fill up cart again (by now I have about 7 fewer books than I would have bought at the front end of this process because I don’t want to go find them all again).
  10. Can’t find the ebook I originally came for using any search parameter you can name. Go back to Dear Author and copy the direct link. Put it in cart.
  11. Purchase ebooks.
  12. Download ebooks.
  13. Blog it because I’m seriously steamed.

Now, I like Samhain’s books and their customer service (’cause I had to call upon them one day and they were super responsive), but I can’t stand their Zen Cart checkout process.

Yesterday I wanted to follow an ad from Just Erotic Romance Reviews and ended up at Total-E-Bound’s Zen Cart catalog—and not at the page for the book I wanted to look at.

I love ebooks. My mission is to convert everyone to the Gospel of eBookIsm. But damn, people. Could you make it any harder to buy the things? Here I’ve been thinking the Kindle doesn’t have a long-term chance in hell, but they make everything so easy for the customer (and when one is out and about, to boot!) that I can’t see how it won’t kick everybody’s ass—because you make it so hard to buy anything!

Harlequin. Really. The only reason you got any money from me last night was because I wanted Ms. Higgans’s book so badly. Otherwise, you would have lost the $23 I did spend. That’s not counting the other $35 I would have spent as well, but you gave me the runaround.

I work hard enough to earn it. I shouldn’t have to work that hard to spend it.